Customer Support-Engineer I (Product Support Role)

About FICO:

FICO (NYSE: FICO) is a leading analytics software company, helping businesses in 90+ countries make better decisions that drive higher levels of growth, profitability and customer satisfaction. The company's groundbreaking use of Big Data and mathematical algorithms to predict consumer behavior has transformed entire industries.

FICO provides analytics software and tools used across multiple industries to manage risk, fight fraud, build more profitable customer relationships, optimize operations and meet strict government regulations. Many of our products reach industry-wide adoption — such as the FICO® Score, the standard measure of consumer credit risk in the United States. FICO solutions leverage open-source standards and cloud computing to maximize flexibility, speed deployment and reduce costs. The company also helps millions of people manage their personal credit health. FICO: Make every decision count™.

The Opportunity

As a Customer Support Engineer, you will provide remote technical support to internal and external clients globally for both hosted and on-premise solutions by supporting our diverse product portfolio. You'll collaborate through innovation with IT, operations teams, product development and product management. – VP, Customer Support.

What You'll Contribute

• Product/Customer support for global clients.
• Manage the flow of customer's incidents via telephone, cases/incidents, and working with next level support, infrastructure teams, product teams and manage end-to-end communication with clients based on agreed SLAs.
• Triage and escalate incidents in a timely manner according to standard operating procedures.
• Act as a liaison between engineering and consulting teams to resolve incidents.
• Maintain and determine ways to improve the customer experience, always demonstrating a strong client-focus with professional communication.

What We're Seeking

• Bachelor's degree or equivalent.
• Sound understanding in managing, handling, and troubleshooting multi-tier cloud applications/software products and on-premise solutions.
• Good customer-facing skills in general to handle phone and emails of clients.
• Good understanding about enterprise level application support and infrastructure support.
• Good knowledge on cloud platform.
• Flexible to work primarily in shifts.
• Demonstrates the ability to troubleshoot issues, disturbances, and failures in platform and systems, and work with internal and external stakeholders to restore functionality.
• Ability to prioritize and manage multiple incidents.
• Demonstrated ability to interact with diverse customer base successfully.
• Knowledge/prior exposure to incident/problem/change management.
• Understanding of ITIL framework.
• Knowledge of AWS concepts.
• Excellent written and verbal skills.

Our Offer to You

• An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
• The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.
• Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.
• An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.